UX Discovery & Usability Assessment
Add a human touch to your implementation and ensure that adoption becomes a key focus. We add real needs and user's behavior into the equation by involving them continuously in the implementation process.
The UX Discovery & Research package is a foundational offering designed to ensure that digital products and ServiceNow implementations are built around the real needs, behaviors, and expectations of the people who use them. This engagement uncovers key insights about users, their workflows, and the context in which they operate, helping teams build with confidence and deliver solutions that drive adoption, satisfaction, and business value.
Through a structured approach that combines stakeholder interviews, workflow analysis, and direct user research, we build a detailed understanding of how different user groups interact with existing tools and what they truly need from future solutions. This includes identifying friction points, opportunities for automation, unmet needs, and goals across different user personas.
What is included
- Stakeholder and user interviews to gather insights, expectations, and context from key personas.
- Workflow and tool analysis to map how current processes and platforms support- or hinder daily work.
- Persona development to capture distinct user types, motivations, goals, and frustrations.
- Journey mapping to visualize the end-to-end experience and highlight improvement opportunities.
Who is it for
This product is ideal when starting a new ServiceNow implementation, redesigning a workflow or module, or introducing new features where alignment with user needs is critical. Whether you’re designing for internal employees, service desk agents, or external customers, this process ensures your investment is user-driven from day one.
